Services Operations Analyst

Overview

Join PowerPlans Services Operations team where development implementation and customer success meet and where we set the standards and structure that give customers a consistent positive experience. Think of us as air traffic control for the cloud: we make sure every change to a clients environment follows the right process and standards and when an exception is needed we get the full context and the right approval first. As an Analyst youll start hands-on with our development and deployment tools and within your first 30 days youll be ready to start owning a personal case queue.

From there the work is yours: youll triage and resolve cases get ahead of problems before they escalate and turn technical status into clear next steps that customers and internal teams can act on. Most of the queue is database refreshes and change management deployments and over time you can work your way up to support upgrades and PS cutover. Youll also help fix something the team cares about making sure knowledge and best practices reliably reach every Services team in a group that treats sharing what you know as part of the job.

Responsibilities

Success will be measured by how quickly you get your case queue moving how often you stop problems before they escalate how clearly you communicate and how reliably the knowledge you gather reaches the teams who need it.

• Get hands-on fast: within your first 30 days work with PowerPlans development and deployment tools (SQL and SnapLogic) our CI/CD tooling and our release and change management process so youre ready to start owning a personal case queue.
• Own your queue: triage and resolve your cases in line with Services Operations standards and an agreed case-resolution time target so nothing sits stale. Database refreshes and change management deployments (scripts code and integration hub changes) are the most common cases.
• Keep client environments in order: manage non-prod instances deploy scripts to lower-level environments through change management work with SnapLogic and with front-end and back-end configuration and coordinate cutovers for the SaaS products being implemented.
• Look after client source code: run builds and understand their nuances customization restrictions and guidelines and best practices for versioning.
• Stay ahead of the problem: spot patterns trace root causes and fix issues before they escalate rather than only reacting to what lands in your queue.
• Turn status into next steps: translate technical status into plain-language updates that customers and internal teams can act on and send them before anyone has to ask.
• Make knowledge travel: act as the liaison between customers Services teams and technical architecture and build reusable guides so best practices dont live only in peoples heads.

Qualifications

• You have a bachelors degree in Computer Science Information Technology/Systems Engineering or experience in a related subject matter field (such as Tax Accounting or Budgeting).
• You have strong written and verbal communication skills and can explain technical status in a way others can act on.
• You work well as part of a team and enjoy sharing what you know.
• You like process and detail and you take care to follow standards because builds versioning and change management reward people who do.
• You have a working understanding of system and network architecture system platforms system access database design SQL queries and network protocols.
• You solve problems and keep building stronger technical skills.

Even Better If

• You know cloud software implementation and integration processes (General Ledger Accounts Payable Accounts Receivable Fixed Assets Project Accounting Close Budget).
• You have experience developing complex SQL queries.
• You have hands-on experience with capital projects capital budgets and fixed asset accounting or business tax software.
• You have used Bamboo Bitbucket GitHub or similar CI/CD tools and understand builds and versioning best practices.
• You have worked with SnapLogic or similar integration tools.

PowerPlan is an EOE

Please note that this is a hybrid role that involves a combination of onsite work from our corporate office as well as work from home. While we strive to accommodate flexible working arrangements when sensible there will be times when onsite work is required. This could include scheduled office days team meetings client meetings or special events .

Required Experience:

IC